Disable Work Log entries created from Smart IT on ITSM side

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy with Smart IT


    COMPONENT:

    Remedy with Smart IT



    PROBLEM:

    Disable Work Log entries created from Smart IT

    Customer requested to disable the work log entries created from Smart IT for Status, Assignment, Priority etc change on ITSM side.

    After disabling these workflows, system generated events will no longer be entered in corresponding Worklog forms, but it will still be in Mongo.  So system-generated events will still appear on SmartIT worklog.  

    Note that if running onboarding again, the worklogs in Mongo will be overwritten and you will lose the worklog entry in SmartIT.



     


    SOLUTION:

    These work info entries are created using below set of filters. If you don't want the entries then you can disable the code which will not generate the entries on ITSM side.


    Incident:
    HPD:INC:CAI_UpdateWorkInfo_SocialCloud_Assignment
    HPD:INC:CAI_UpdateWorkInfo_SocialCloud_Status`!
    HPD:INC:CAI_UpdateWorkInfo_SocialCloud_Priority

    Change:
    CHG:CSG:CAI_UpdateWorkLog_SocialCloud_Approval
    CHG:CRQ:CAI_UpdateWorkLog_SocialCloud_Status
    CHG:CSG:CAI_UpdateWorkLog_SocialCloud_Rejection
    CHG:CRQ:CAI_UpdateWorkLog_SocialCloud_Assignment
    CHG:CSG:CAI_UpdateWorkLog_SocialCloud_Hold
    CHG:CRQ:CAI_UpdateWorkLog_SocialCloud_Priority
    CHG:CRQ:CAI_UpdateWorkLog_SocialCloud_Assignment_ChgManager

    Problem

    PBM:PKE:CAI_UpdateWorkInfo_SocialCloud_Assignment
    PBM:PBI:CAI_UpdateWorkInfo_SocialCloud_Status
    PBM:PBI:CAI_UpdateWorkInfo_SocialCloud_Assignment
    PBM:PKE:CAI_UpdateWorkInfo_SocialCloud_Assignment_Coord
    PBM:PKE:CAI_UpdateWorkInfo_SocialCloud_Status
    PBM:PBI:CAI_UpdateWorkInfo_SocialCloud_Assignment_Coord
    PBM:PKE:CAI_UpdateWorkInfo_SocialCloud_Priority
    PBM:PBI:CAI_UpdateWorkInfo_SocialCloud_Priority

    Task
    TMS:TAS:CAI_UpdateWorkInfo_SocialCloud_Priority
    TMS:TAS:CAI_UpdateWorkInfo_SocialCloud_Status
    TMS:TAS:CAI_UpdateWorkInfo_SocialCloud_Assignment

    Work Order
    WOI:WOI:CAI_UpdateWorkLog_SocialCloud_Priority
    WOI:WOI:CAI_UpdateWorkLog_SocialCloud_Assignment
    WOI:WOI:CAI_UpdateWorkLog_SocialCloud_Status

    SLM
    SLM:Measurement:UpdateWorkLog_SocialCloud_CHGSLAWarningMet
    SLM:Measurement:UpdateWorkInfo_SocialCloud_INCSLAWarningMet
    SLM:Measurement:UpdateWorkLog_SocialCloud_WOISLAWarningMet
    SLM:Measurement:UpdateWorkLog_SocialCloud_REQSLAWarningMet

     


    Article Number:

    000120484


    Article Type:

    Solutions to a Product Problem



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